Rafael M Email & Phone Number

Provide support for any cases escalated by Enterprise, Consumer, SalesConsultants, Engineering, and Executive TeamsHandle difficult customers/cases and interface with our ProductManagers/Developer Teams to provide real time feedback/informationSupport Tier 1 teams in both Enterprise and Consumer to better assist the customerduring live calls via remote sessions or Teams chatCreate documentation and ensure information is up to date within our internalConfluence pages for both Enterprise and Escalation TeamsProvide direct one-on-one premium support for our largest customers andexpedited support for P1 issuesAdvocate on customers' behalf and drive case towards resolution via a high-touchsupport method in both internal/external communicationEnsure customer response times are in line with our 2-4 hour SLA'sMaintain internal environments such as XenCenter, Kaseya,ConnectWise(Automate), and Active DirectoryPoint of contact for Executive Escalations and internal issues requiring immediateresolutionMaintain our internal defect tracker system and provide up to date information onknown issues to our Frontline TeamsParticipate in weekly on-call rotation for critical after-hours support requests

Documented bugs via Jira for our Developer TeamLead for American and Australian teamsBuilt relationships with domestic and international customersManaged internal and external escalations by collaborating with business leadersand prioritizing multiple tasks/issues to ensure a prompt response/resolutionCreated and maintained new Mac testing environments for Enterprise Supportteam to allow testing of issues or new Agent features while remoteTrained six new employees by demonstrating support techniques and processesCreated/maintained internal documentation for processes and standard texts to beused by Business support for new/existing issuesResponded to customer-initiated interactions via phone calls and emails (one-on-one communication)Identified and documented software bugs and feature requestsProvided after-hours emergency support assistance to customers on a rotatingbasis

Broomfield, Colorado, United States

Managed high call volume by multitasking and managing time for each issueSupported customers with a varying degree of technical skill and ensured issuewas resolved in a timely mannerReviewed issues and escalated cases where appropriate while providing detailednotes in order to expedite support process